By Gordon Littley, Managing Director, Global Customer Experience Practice, Verizon | Feb 12, 2020 | CC, CC Awards, CCE, CCS, CCW
Presented by Gordon Littley Managing Director, Global Customer Experience Practice Verizon In recent years customer personalization has become ubiquitous. Consumers have come to expect a growing variety of customized experiences. Today, they are even willing to change...
By Matt Nevill, Customer Community Manager, Agilent Technologies | Jan 9, 2020 | CC, CCE, CCS, CCW, CX Blog
Agilent Technologies, a global leader in instruments, software, services, solutions for life sciences, diagnostics and applied chemical markets, recently received the Big Kahuna Award for Excellence in Social Media Customer Service (The Selfie Award) at the 15th...
By Frost & Sullivan | Jan 9, 2020 | CC, CCE, CCS, CCW, CX Blog
When I first started designing omnichannel experiences just over 10 years ago, I couldn’t find much guidance. Mobile was still nascent; neither the iPhone nor the iPad had been launched yet. Digital marketing was only slowly moving past the blinking banner stage, and...
By Michael Truett, Founder and Chief eXperience Officer, ECPJ Advisors | Jan 9, 2020 | CCE, CCS, CCW, CX Blog
You know the saying…. “You can’t please everyone,” but as customer experience professionals, that is exactly what we are trying to do. Let’s define what Customer experience means. Customer experience can and should include a lot of elements, however,...
By Jenna McCann Messer, Director, Customer Experience, 1-800-Flowers.com | Jan 9, 2020 | CC, CCE, CCS, CX Blog
Many of us view customer experience wholly from the perspective of the interactions a customer has with an organization and believe companies that are ‘customer-centric’ are those that work tirelessly to ensure that each consumer touchpoint is positive and seamless....
By Aisha Ponds, Director, BCBS NC | Nov 18, 2019 | CCE, CCS, CCW
In this preview piece from the upcoming Customer Contact West: A Frost & Sullivan Executive MindXchange Chronicles eBook, Aisha Ponds shares key insights and outlines a process to help organizations map the root causes of customer service issues and develop...
